Overview
A useful support report shows what you tried, what happened and where to find the affected work. Gather the details below before changing settings or clearing device data.
At a glance |
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Who can do this | Anyone reporting a problem; authorized administrators for record checks |
Where | The affected app and your Mobaro Support conversation |
Works on | Backend (web), Mobile app, RideOps, Public API |
Availability | All organizations |
🛑 Critical: Do not clear app or browser data, reset a tablet, or delete progress while unsent work may remain. An empty current-user queue is not a backup of the whole device.
Prepare your report
1. Name the surface and scope
State whether the problem is in the Backend, Mobile app, RideOps or an API integration. Include the organization, affected User, device model, operating system and app/browser version. Say whether it affects one person, one record or several.
2. Identify the work
Include the Checklist, Assignment, Result or Location ID when available, plus the exact time and time zone. Names help identify the work, but IDs avoid confusion between similarly named records. Send these details through your Support conversation.
3. Capture the symptom
Take a screenshot or short recording showing the steps and exact message. Hide unrelated personal details. A Mobile app recording should show the app itself; a browser recording of the Backend does not demonstrate a native-app problem.
4. Record synchronization status
On the Mobile app home screen, record the connection tile and pending count if accessible. In RideOps, record the connection message and which entries are missing in the Backend. Keep the affected device intact when delivery is uncertain.
Share technical evidence safely
For API issues, include the request method, public route, HTTP status, response content type, time and any correlation ID. Remove API keys, authorization headers, cookies and personal data. For SSO, include the error and correlation ID, not passwords or one-time codes.
If Mobaro Support requests debug data or a recording tool, follow the instructions for your exact application and version. Do not substitute the image-queue reset for collecting diagnostics: that reset can remove missing photo references. See what an image-queue reset changes.
Send one complete report
Contact Mobaro Support using the supported contact channels. List each check already tried and its result. If the first explanation does not match what you see, state the difference rather than repeating a destructive step.
Best practices
Keep the original error text and its timestamp.
Confirm receipt when Support asks you to submit diagnostic data.
Share the minimum relevant evidence through the support conversation.
Frequently asked questions
I cannot reach the home screen to check uploads. What should I send?
Send the screen blocking access, the User, device and app version, and the last time work was completed. Preserve the device. An inaccessible queue is not evidence that there is no unsent work.
Can I send a screen recording instead of reinstalling?
Yes. A recording of the affected surface and exact steps can help Support investigate. Preserve local work and follow any surface-specific recording instructions Support provides.
Should I include my password, PIN or API key?
No. Mobaro Support can investigate using record IDs, timestamps, sanitized errors and approved diagnostics. Do not include passwords, PINs, one-time codes, API keys or session cookies.